Job Title: Quality Analyst (QA)

Company: Yescom Group of Companies

Department: Quality / Operations

Job Location: Patna, Bihar

Employment Type: Full time

Experience: 1–3 Years

Job Overview

We are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and operational processes. The candidate will be responsible for conducting quality audits, identifying performance gaps, ensuring process compliance, and providing constructive feedback to improve overall team performance and customer satisfaction.

The ideal candidate should have strong observation skills, excellent communication abilities, and the ability to analyse data and prepare detailed quality reports.

Key Responsibilities

- Monitor and evaluate customer calls, chats, and other customer interactions to ensure quality standards are maintained.
- Conduct regular quality audits of Customer Support Executives (CCE), CRM, and operational teams.
- Evaluate calls based on communication skills, product knowledge, customer handling, problem resolution, and process adherence.
- Identify errors, process gaps, and areas requiring improvement.
- Prepare daily, weekly, and monthly quality assessment reports.
- Provide constructive feedback to employees and highlight areas of improvement.
- Conduct regular feedback sessions and coordinate with team leaders for performance enhancement.
- Ensure employees follow company policies, standard operating procedures (SOPs), and quality guidelines.
- Identify recurring customer complaints and suggest corrective measures.
- Track quality scores, employee performance, and improvement trends.
- Coordinate with the Operations and Training teams to improve service quality.
- Maintain quality audit records and documentation.




- Recommend process improvements to enhance customer experience and operational efficiency.

Required Skills & Qualifications
- Graduate in any discipline.
- 1–3 years of experience in Quality Analysis, preferably in BPO, Call Centre, Customer Support, or Operations.
- Strong verbal and written communication skills.
- Excellent observation and analytical skills.
- Good knowledge of MS Excel and Google Sheets.
- Ability to prepare and maintain performance reports.
- Understanding of call monitoring parameters and quality assessment processes.
- Strong problem-solving and decision-making abilities.
- Ability to provide constructive feedback and coordinate with multiple teams.
- Good attention to detail and time management skills.

Preferred Skills
- Experience in call quality monitoring and auditing.
- Knowledge of CRM software and call centre operations.
- Familiarity with quality scorecards, audit sheets, and performance dashboards.
- Experience in identifying customer interaction gaps and improving team performance.

Key Performance Indicators (KPIs)
- Accuracy and consistency of quality audits.
- Improvement in employee quality scores.
- Reduction in process errors and customer complaints.
- Timely submission of quality reports.
- Compliance with company policies and SOPs.
- Effectiveness of feedback and improvement initiatives.

Why Join Us?
- Opportunity to work with a growing organisation.
- Professional learning and development opportunities.
- Collaborative and performance-driven work environment.
- Opportunity to contribute directly to customer experience and operational excellence.

Interested candidates can share their updated resumes with the HR team. Pay: ₹12,000.00 - ₹43,000.00 per month

Benefits

- Paid sick time

Work Location: In person

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